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johnnyandevelyn

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Essential package speed increase not showing up with new modem Motorola SB6121

I have the Essential package.  The speed has not increased with a new modem recommended Motorola SB6121.  What can I do?

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AllenP

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The Essential package provides 15Mbps down and 2Mbps up.  Are you getting those speeds?  Upgrading from a DOCSIS 2 to DOCSIS 3 modem won't effect the Essential tier, DOCSIS 2 will provide >15Mbps.  The upgrade effects Preferred and above packages.  Please post what speeds you are getting.

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johnnyandevelyn

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I am only getting 3.5Mbps with old DOCSIS 2 modem and new DOCSIS 3 modem.

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DustinP

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Hi Johnnyandevelyn,

We'll need to get a closer look at the provisioning to see what's happening here. Please email us at cox.help@cox.com. Please include the following:

>Full Service Address
>Name on the account
>Cox PIN, and 
>Modem Serial Number and MAC ID

We're available 6am-3am EST everyday.



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